Better Pools & Spas | Concrete Swimming Pools | Plunge Pools | Wet Edge
Rick's team builds concrete pools through new home constructions — and customers are still calling them back years later for fast equipment support.
Ruth in the office draws consistent specific praise for quick equipment fault resolution after handover. That said, roughly a fifth of the sample raises a meaningful pattern around office communication during the build phase: unreturned calls, unclear timelines, and difficulty reaching the right person — complaints that appear more in earlier reviews, with the recent half of the sample averaging noticeably higher. If you're considering this builder, it's worth confirming upfront who your named point of contact will be throughout construction, how timeline updates are communicated, and what the escalation path is if you can't get a response — practical questions that several reviewers wish they'd locked down at the start.
Their work
What it's like working with them
Based on a sample of Google reviews (63 total)
“Rick demonstrated strong leadership and worked closely with me from start to finish”
What they help with
Based on what their customers hired them for
How they stack up
Context from 166 pool builders in Penrith
Credentials & background
Sourced from 5 public records so you don't have to look them up yourself
About Better Pools & Spas | Concrete Swimming Pools | Plunge Pools | Wet Edge
Rick leads this sole-trader concrete pool business out of the Blue Mountains foothills, specialising in custom in-ground concrete pools, plunge pools, and spa combinations — with a particular track record on complex builds like sandstone excavation, tight-access yards, and pools staged across new home constructions. Rick personally handles sales and site oversight, and reviewers credit him with straight-talking advice and a willingness to re-run the numbers when customers are weighing concrete against fibreglass. His son Leighton (also spelled Layton in reviews) works on-site as supervisor and is praised for walking customers through each construction stage; Cody handles ground-level work and has been called out by multiple customers for going above and beyond during installation. In the office, Ruth coordinates post-build support and warranty follow-up — customers who had pump failures or equipment faults specifically name her for fast turnaround — while Sabrina and Lisa have handled scheduling and delivery coordination on active builds. One operationally significant detail reviewers highlight: Better Pools owns its own excavation equipment rather than hiring out, which has been cited as a factor in tighter scheduling control on compact sites. The business has experience staging pools across multi-year new home builds, holding at the shell phase without extra holding costs and completing commissioning once the house is handed over.
Best for: custom concrete pools staged across new home builds, complex or difficult-access excavations, homeowners who want a detailed hands-on handover, and long-term post-build equipment support.
Location
Often needed together
Is this your business?
Claim your free profile to take control, start receiving booking requests via SMS, and stand out from competitors.
Claim This Profile — Free →Common questions about Better Pools & Spas | Concrete Swimming Pools | Plunge Pools | Wet Edge
Can Better Pools & Spas build a pool alongside a new home construction?+
Yes — this is one of their more frequently mentioned specialties. Multiple reviewers describe having the pool shell excavated and poured before the house build began, with Better Pools returning to complete and commission the pool after handover. At least one customer confirmed there were no extra holding costs charged during the gap between the two construction phases. If you're going this route, it's worth getting the payment-stage schedule in writing from the start.
What do customers say about communication during the build process?+
It's the most divided aspect of the reviews. A number of customers — particularly in earlier reviews — describe difficulty reaching the office, slow responses to emails and calls, and unclear timeline updates during construction. More recent reviews are considerably more positive about communication, with customers praising Sabrina, Ruth, and Lisa in the office by name. Before signing, ask who your designated contact will be throughout the build and how timeline changes are communicated.
Who are the key people you'll deal with at Better Pools & Spas?+
Rick is the owner and handles sales consultations and site leadership — reviewers describe him as direct and knowledgeable, particularly when comparing concrete versus fibreglass options. His son Leighton (also referred to as Layton) supervises on-site and is praised for clear communication throughout construction. Cody is named multiple times for hands-on ground work. In the office, Ruth is the standout name for post-build support and equipment fault follow-up, with Sabrina and Lisa mentioned for scheduling and delivery coordination.
Does Better Pools & Spas handle complex or difficult-access sites?+
Reviewers specifically mention sandstone excavation in close proximity to homes, tight backyard access, and builds requiring rock-piercing or unusual site conditions. The business owns its own excavation equipment rather than contracting it out, which at least one reviewer cited as a practical advantage for scheduling and control on constrained sites. Teresa in the approvals team has been praised for securing council approvals quickly on time-sensitive builds.
What after-sales support does Better Pools & Spas offer once the pool is finished?+
Post-build support appears to be a genuine strength based on the reviews. Multiple customers — some writing two to four years after completion — describe Ruth responding quickly to equipment faults and organising technicians within days. One reviewer had a pump replaced efficiently after a single call. The business also provides a detailed handover session at completion, described by several first-time pool owners as running around 90 minutes and covering maintenance and equipment operation.